Outage & restoration coordination · Electric & gas utilities (municipal/co-op)
Keep customers informed from trip to restore.
A feeder breaker trips at 2am and the OMS shows 1,400 meters out. The dispatcher juggles crews while the phones flood and the outage map goes stale.
The reality
Restoration is a communication problem.
When the OMS predicts an outage, the work is not just rolling a crew — it's notifying every affected member, posting ETRs to the map and IVR, tracking the crew's progress against the predicted device, and confirming restoration meter by meter. During a storm the dispatcher cannot do the comms and the coordination at once, so members go dark and the call center gets buried.
The operator owns the customer-facing and tracking side end to end: it reads the OMS event, identifies affected accounts, pushes outage and ETR notifications across SMS, IVR, and the map, tracks the assigned crew to the device, and confirms restoration with each member — then files the outage report for reliability metrics.
How the operator runs outage & restoration coordination
Event OMS-7741 · Feeder 12 breaker
notifying- 1,412 affected accounts identified
- Outage notice sent via SMS + IVR
- Outage map ETR updated
01Notify affected members
Reads the OMS event, maps the affected accounts, and pushes outage notice plus initial ETR across SMS, IVR, and map.
Crew 4 · Predicted device R-118
tracking- Crew 4 assigned and en route
- ETR revised to 4:30am
- Crew on site — fault located
02Track the crew
Follows the assigned crew to the predicted device, updates ETR as it changes, and keeps the map current.
Restore OMS-7741 · Reliability log
closing- Power confirmed restored to all meters
- All-clear sent to members
- Outage report filed — SAIDI/CAIDI
03Confirm restoration
Confirms power restored to each meter, clears the event, and files the outage report for reliability indices.
The outcome
−40% of outage-coordination work off the team
Outages resolved and customers informed throughout.
- Members notified the moment the breaker trips, not after they call
- ETRs on the map stay current as the crew works the device
- Restoration confirmed meter by meter and logged for reliability reporting
Common questions
Outage & restoration coordination
- What does the Outage & restoration coordination operator do?
- The operator owns the customer-facing and tracking side end to end: it reads the OMS event, identifies affected accounts, pushes outage and ETR notifications across SMS, IVR, and the map, tracks the assigned crew to the device, and confirms restoration with each member — then files the outage report for reliability metrics.
- What impact does the Outage & restoration coordination operator have?
- −40% of outage-coordination work off the team. Outages resolved and customers informed throughout.
- How does the Outage & restoration coordination operator work?
- Reads the OMS event, maps the affected accounts, and pushes outage notice plus initial ETR across SMS, IVR, and map. Follows the assigned crew to the predicted device, updates ETR as it changes, and keeps the map current. Confirms power restored to each meter, clears the event, and files the outage report for reliability indices.
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